Call Center Team Lead – Healthcare, on site GDL

Intugo Mexico; Región Centro; On-site; MXN 320,000 - 383,000; Full time

Benefits offered by this job

Private medical insurance

30-day Aguinaldo bonus

$1,000 MXN in food vouchers

On-site work

Job summary

Intugo Mexico is seeking a Team Lead - Call Center to guide a patient scheduling and contact center team on-site. You will drive productivity, quality, and scheduling accuracy while coaching staff to deliver exceptional patient service.

The role emphasizes coaching, performance monitoring, and resolving complex scheduling scenarios in a healthcare setting. Availability for on-site work is required.

Qualifications

• 5–8+ years in healthcare contact centers or scheduling roles.
• Knowledge of contact center operations and scheduling workflows.
• Excellent verbal and written communication with patient-service orientation.
• Strong coaching, analytical, problem-solving and team management skills.
• Ability to monitor performance metrics and ensure adherence to quality standards.
• Availability to work on-site.

Responsibilities

• Lead and support a team handling inbound and outbound patient interactions.
• Monitor daily productivity, quality, attendance, schedule adherence, and call handling performance.
• Ensure compliance with client scheduling workflows and procedures.
• Provide real-time coaching to improve patient communication, scheduling accuracy, documentation, and call quality.
• Handle escalated patient interactions and complex scheduling scenarios with client collaboration.
• Identify performance gaps and drive continuous improvement through coaching and problem-solving.

Skills

Team management

Coaching

Problem solving

Analytical skills

Communication

Performance monitoring

Education

Graduate in any discipline

Job description

Intugo, in partnership with a foreign company specializing in healthcare contact center operations, patient scheduling, and revenue cycle management services, is looking for a Team Lead - Call Center to join its team.

This position will be responsible for leading and supporting a team of patient scheduling and contact center associates, ensuring productivity, service quality, scheduling accuracy, and adherence to operational standards. The role focuses on team performance, coaching, patient experience, and effective resolution of complex scheduling scenarios.

Key Responsibilities

• Lead and support a team of patient scheduling and contact center associates handling inbound and outbound patient interactions.
• Monitor daily productivity, quality, attendance, schedule adherence, and call handling performance.
• Ensure compliance with client scheduling workflows and operational procedures.
• Provide real-time coaching and feedback to improve patient communication, scheduling accuracy, documentation, and call quality.
• Handle escalated patient interactions and complex scheduling scenarios, collaborating with client teams when additional support is required.
• Identify performance gaps and support continuous improvement through coaching and problem-solving.

What We're Looking For

Must-Haves

• 5-8+ years of relevant experience in healthcare contact centers, patient scheduling, patient access, customer service, or BPO operations.
• Strong knowledge of contact center operations, customer service, and patient scheduling workflows.
• Excellent verbal and written communication skills with a strong patient-service orientation.
• Strong coaching, analytical, problem-solving, and team management skills.
• Ability to monitor performance metrics and ensure adherence to quality and productivity standards.
• Availability to work on-site.

Highly Valuable / Nice-to-Have

• Working knowledge of healthcare patient access and Electronic Health Record (EHR) or scheduling systems.
• Experience with Epic.
• 1+ year of experience in team handling or front-line leadership.
• Graduate in any discipline; healthcare or business-related education preferred.

Schedule & Work Arrangement

• Schedule: Monday-Friday or Tuesday-Saturday
• Work Arrangement: On-site
• Employment Type: Full-time

Compensation & Benefits

• Base Gross Monthly Salary: $31,500 MXN
• Mexican law benefits
• 30-day Christmas bonus (Aguinaldo)
• $1,000 MXN in food vouchers
• Private medical insurance